Avada Theme Support

Avada Theme Support

09/06/2018

Thank you for choosing Avada and welcome to the Avada family!

All of our items come with 6 months of included support and free lifetime updates for your theme. Once the 6 months of included support is up, you have the opportunity to extend support coverage for 6 or 12 months further. If you choose to not extend your support, you will still be able to submit bug reports via email or item comments and still have access to our online documentation, Knowledgebase and video tutorials.

Envato clarifies item support here http://themeforest.net/page/item_support_policy

We have an advanced, secure ticket system to handle your requests. Support is limited to questions regarding the theme’s features or problems with the theme. We are not able to provide support for code customizations or third-party plugins. If you need help with anything other than minor customizations of your theme, we suggest enlisting the help of a developer.

How To Start Receiving Support

Step 1 - Register A User Account

Register a unique username and email address to setup your account. A validation email will be sent to your email address with a link to set your account password.

Step 2 - Login To Your Account

Once logged in you will see the following user dashboard tabs:

  • Support Tab - This tab displays your ticket history. You can view all open and closed support tickets, click to view individual tickets and also send an additional reply to a ticket via this tab.
    **A valid purchase code or token key needs to be registered in your account to be able to create new or reply to older closed out tickets
  • Register Envato Code - Add your purchase code or token key to start creating support tickets.
  • Avada Plugins - This tab houses all Avada bundled plugins that can be downloaded individually if you want to update the theme and plugin manually.
    **A valid purchase code or token key needs to be registered in your account to be able to view and download these bundled plugins
  • Account - Your account personal info. Name, email address, billing info (not required for regular support) and an option to change your password.
Read More Info About Your Support Desk

Step 3 - Locate Your Purchase Code

Login to your Themeforest marketplace account (themeforest.net) and navigate to the 'Downloads' section, or if you have just purchased the Avada theme check your email inbox for the Envato email purchase confirmation that does include the item purchase code -> Click for example

Themeforest Marketplace Guest Checkout Purchases - If you purchased Avada through Themeforest's guest checkout please view this link to create a marketplace account before registering on our site for Avada support.

Step 4 - Register Envato Code

Register your purchase code or token key in the field provided. For a valid registration you will see this notice on-screen, and for an invalid code you will see this notice on-screen. Always double check that you have copied the code correctly, it is easy to miss a digit or two.

You can register as many purchase codes as you would like in the 'Register Envato Code' tab. Each will be displayed at the bottom of this tab window. You are required to allocate a purchase code to a website URL in order to submit support tickets.

You can also use your token key to bulk register all of your existing purchase codes. Doing this gives you the option to select/deselect any and all purchase codes for registering in your account. To see an example of this, click here.

Envato issues the theme license and the validity is for life. According to the licensing terms and conditions you do need a license per domain install of the theme.

Step 5 - Submit A Support Ticket

When logged into your account you will see the 'Open A Support Ticket' button, click that to open the ticket creation page or use this direct link (you must be logged in and registered to access this page) - https://theme-fusion.com/support/submit-a-ticket/

Below is what the ticket creation page looks like:

Once submitted, the ticket is added to our support queue. All tickets are replied to by our team in a strict time order, from the oldest to the newest.

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